Check your knowledge

Completed

Answer the following questions to see what you've learned.

1.

A representative is currently working in their Home session with no extra sessions open. They want to be able to search through their organization's available account list. How would they perform that task in the application?

From Session Panel

From the Application bar

From the Quick Create Button

From the Customer Summary

2.

While working with a customer, you invite another representative into the conversation to help with the resolution. To get the new representative up to speed, you switch the conversation to internal. After the conversation is switched back to public, who sees the messages that you entered?

The customer

You and the customer

All three of you

You and the other representative

3.

While you're engaging with a customer, how much of the conversation is used to determine the customer sentiment that is displayed in the chat window?

The entire conversation

The last message sent

The last five messages

The last six messages

The last four messages

4.

After a conversation is routed to a representative, and the Customer Summary screen is loaded, which section of the screen would provide the agent with any context variables that were captured?

Visitor Details

Additional Details

Pre-chat Survey

Timeline

You must answer all questions before checking your work.